Cisco Cisco Collaboration Server (CS) User Manuals

Cisco

Maintenance Manual (English)Installation Guide (English)Installation Guide (English)Installation Guide (English)Installation Guide (English)Troubleshooting Guide (English)Troubleshooting Guide (English)Release Notes (English)Release Notes (English)Developer's Guide (English)User Guide (English)Technical References (English)Troubleshooting Guide (English)Installation Guide (English)User Guide (English)Maintenance Manual (English)Troubleshooting Guide (English)Installation Guide (English)Installation Guide (English)

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

793 KB
Pages:

62
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

64.7 KB
Pages:

2
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

937 KB
Pages:

88
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

75.8 KB
Pages:

2
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

53.3 KB
Pages:

2
Language:

English

Developer's Guide

Table of Contents

Introduction To This Guide
8
Getting Started with the API
11
- About The API
  11
- Features
  11
- The API Files
  12
- apiAgent.properties
  12
Creating an Application
14
Creating A Simple Chat Application
18
- Create an Agent to Test the API
  18
- Copy the API files
  18
- Create the Required Files
  19
  - index.html
    19
  - chatReceiveFrame.html
    20
  - chatSendFrame.html
    21
  - loginFrame.html
    22
- Modify to APIHandler.js
  22
  - AgentReadyEvent
    24
  - AddSessionEvent
    25
  - ChatMessageEvent
    25
  - DropSessionEvent
    26
  - NoSessionEvent
    27
- Login and Test the Chat Application
  26
Included Sample Applications
29
- Sample 1
  29
  - Files In This Sample
    29
- Using the Sample
  30
  - Figure 1: miniCCS.html
    30
- How the Sample Works
  32
- Sample 2
  34
  - Files In This Sample
    34
- Using the Sample
  35
Functions
36
- bind()
  36
- cancelWrapUp()
  37
- disconnect()
  39
- endWrapUp()
  40
- followMe()
  41
- formShare()
  42
- getAgentProperties()
  44
- getChatHistory()
  48
- getParticipants()
  50
- login()
  51
- logout()
  53
- pageShare()
  54
- pushPage()
  55
- sendChat()
  56
- setReady()
  57
- setWrapUp()
  59
- startEventPolling()
  61
- startWrapUp()
  62
- stopEventPolling()
  63
Events
65
- AddRequestElapsedEvent
  65
- AddRequestEvent
  66
- AddSessionEvent
  67
- AgentAlreadyLoggedIn
  68
- AgentLoginOkEvent
  69
- AgentLogoutEvent
  70
- AgentNotLoggedInEvent
  71
- AgentPropertyEvent
  72
- AgentReadyEvent
  73
- AgentReconnectOkEvent
  74
- AgentWrapUpEvent
  75
- ChatMessageEvent
  76
- DropRequestEvent
  77
- DropSessionEvent
  78
- FormOrPageShareEvent
  79
- GeneralUnexpectedErrorEvent
  80
- InvalidAgentEvent
  81
- InvalidAgentProperty
  82
- LinkDown
  83
- MaximumAgentsLoggedIn
  84
- NoSessionEvent
  85
- UnableToLogoutEvent
  86
- ParticipantListEvent
  87
- ReadyNotChangeEvent
  88
- UnableToCancelWrapUpEvent
  89
- UnableToDisconnectEvent
  90
- UnableToEndWrapUpEvent
  91
- UnableToGetChatHistoryEvent
  92
- UnableToSendChatEvent
  93
- UnableToSetReadyEvent
  94
- UnableToSetWrapUpEvent
  95
- UnableToSharePageEvent
  96
- UnableToStartWrapUpEvent
  97
- UserDisconnectEvent
  98
- WrapUpNotifyEvent
  99
- WrapUpNotStartedEvent
  100
- WrapUpStartEvent
  101
- WrapUpUnavailableEvent
  102
Event Handler Files
104
- Event Handler Files Introduction
  104
- APIHandler.js
  105
- APILiteHandler.js
  116

Developer's Guide

Size:

923 KB
Pages:

117
Language:

English

User Guide

Table of Contents

Size:

492 KB
Pages:

52
Language:

English

Technical References

Table of Contents

Table Of Contents
3
- About this guide
  9
  - Audience
    9
- Guide Structure
  10
- Viewing this Guide
  11
  - Viewing this Guide Online
    11
  - Viewing this Guide as a PDF
    11
- Related documentation
  12
- Introduction to the Collaboration Database schema
  13
- About the CCL subschema in a standalone environment
  14
- Collaboration database table information
  15
- Additional database terminology
  17
- Collaboration subschema tables
  18
- Collaboration subschema relationship diagram
  20
  - Collaboration subschema: Part 1
    20
  - Collaboration subschema: part 2
    21
  - Collaboration subschema: DOS Tables
    22
- AGENT
  23
  - Constraints:
    25
  - See also
    25
- AGENT_LOG
  26
  - Constraints:
    26
- AGENT_ROLE
  27
  - Constraints:
    27
- AGENT_ROLE_OVERRIDE_PROPERTY
  28
  - Constraints:
    28
- AGENT_ROLE_PROPERTY
  29
  - Constraints:
    29
- AGENT_SKILL
  30
  - Constraints:
    30
- BLOCKED_IP_ADDRESSES
  31
  - Constraints:
    31
- BLOCKED_PHONES
  32
  - Constraints:
    32
- CAPI_MEDIUM
  33
  - Constraints:
    33
- CAPI_MEDIUM_EVENT
  34
  - Constraints:
    34
- CAPI_MEDEVT_PROPERTIES
  35
  - Constraints:
    35
- CCS_DATABASE_INFO
  36
- DELAYED_REQUEST
  37
  - Constraints:
    37
- DIAGNOSTIC_RESULTS
  38
  - Constraints:
    39
- ERROR_EVENT_LOG
  40
  - Constraints:
    40
- EVENT_HISTORY
  41
  - Constraints:
    41
- MISC_EVENT_LOG
  42
  - Constraints:
    42
- PARTICIPANT
  43
  - Constraints:
    44
- PARTICIPANT_LOG
  45
  - Constraints:
    45
- PINGRES
  46
  - Constraints:
    46
- POLICY_RULES
  47
  - Constraints:
    47
- POLICY_TYPE
  48
  - Constraints:
    48
- QUEUE_REQUEST
  49
  - Constraints:
    49
  - See also
    49
- REMOTE_QUEUE
  50
  - Constraints:
    50
- REQUEST
  51
  - Constraints:
    53
  - See also
    53
- REQUEST_LOG
  54
  - Constraints:
    54
- SCRIPT
  55
  - Constraints:
    55
- SCRIPT_SKILL
  56
  - Constraints:
    56
- SKILL
  57
  - Constraints:
    58
- SKILL_LOG
  59
  - Constraints:
    59
- SLINK
  60
  - Constraints:
    60
- WIZCONFIG
  62
- WL_RESOURCE
  63
  - Constraints:
    63
- WL_SESSION
  64
  - Constraints:
    64
- WL_SESSION_LOG
  65
  - Constraints:
    65
- CCL subschema introduction
  66
- CCL subschema database tables relationships
  67
- CCL_Agent
  69
  - Constraints:
    70
- CCL_Agent_Skill_Group
  71
  - Constraints:
    71
- CCL_Agent_Team_Member
  72
  - Constraints:
    72
- CCL_Application Instance
  73
  - Constraints:
    73
- CCL_Application_MRD
  75
  - Constraints:
    75
- CCL_Connections
  76
  - Constraints:
    76
- CCL_Globals
  77
  - Constraints:
    77
- CCL_Media_Class
  79
  - Constraints:
    79
- CCL_Person
  81
  - Constraints:
    82
- CCL_Schema_Version
  83
  - Constraints:
    83
- CCL_Skill_Group
  84
  - Constraints:
    86
- CCL_Team
  87
  - Constraints:
    87
- ICM_Peripheral
  88
  - Constraints:
    88
- Administering the Database
  89
- Database Verify and Sync (ICM-integrated configurations only)
  90
  - Verify utility
    90
  - Sync utility
    91
  - See also
    91
- Database Purge
  92
  - See also
    92
- Database connections
  93
  - See also
    93
- Agent States
  94
- Request States
  95
  - Active request states
    95
  - Non-Active Requests
    95
Index
97

Technical References

Size:

1.68 MB
Pages:

100
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

60.8 KB
Pages:

2
Language:

English

User Guide

Table of Contents

Table Of Contents
3
Overview
15
- About this Guide
  15
  - Audience
    15
  - Guide Structure
    16
  - Feature Availability
    17
  - Viewing this Guide Online
    17
  - Viewing this Guide as a PDF
    18
  - Related Documents
    18
  - See Also
    19
- About Collaboration Agents
  20
Sample Session Scenarios
23
Sharing Scripts
34
- Sharing Scripts
  34
- About Scripts
  34
  - Benefits of Using Scripts
    35
  - Uses of Scripts
    35
  - Availability and Location
    36
    - See Also
      36
- ScriptBuilder and User-defined Scripts
  37
  - ScriptBuilder Scripts
    37
  - User-defined Scripts
    38
- Your Role in Script Creation
  39
- Using other Features with Scripts
  41
  - Preview Option
    41
  - Broadcast Mode
    41
  - Script Share
    42
  - External View
    43
- Caller Experience with Scripts
  43
Sharing Applications
45
- Sharing Applications
  45
- About Application Share
  45
- Application Share Modes
  47
  - Demo Mode
    47
    - See Also
      48
  - Static Mode
    48
  - See Also
    48
  - Share Mode
    48
  - See Also
    49
- Using Demo Mode
  50
  - Giving a Sales Product Demonstration
    50
    - Starting the Demonstration
      50
- Using Static Mode
  51
  - Training Agents
    51
    - Starting the Training
      51
- Using Share Mode
  52
  - Working with another Business on a Project
    52
    - Starting the Collaborative Project
      52
- Using other Features with Application Share
  53
  - Leadership
    53
    - Using Leadership
      54
  - Caller Remote Control
    54
    - See Also
      55
- Caller Experience with Application Share
  55
  - Agent-led Application Sharing
    55
    - See Also
      56
  - Caller-led Application Sharing
    56
  - See Also
    57
Browsing with Follow Me
58
- Browsing with Follow Me
  58
- About Follow Me
  58
  - Benefits of Using Follow Me
    59
  - Uses of Follow Me
    59
  - Availability and Location
    59
    - See Also
      60
- Follow Me and SPLIT Issues
  60
- Features that Integrate with Follow Me
  61
  - Leadership
    61
  - Broadcast Mode
    62
  - External View
    63
  - Caller Remote Control
    63
    - See Also
      64
- Caller Experience with Follow Me
  64
  - Agent-led Follow Me
    65
    - See Also
      65
  - Caller-led Follow Me
    65
    - See Also
      66
Sharing Web Pages
67
- Sharing Web Pages
  67
- About Page Share
  67
  - Benefits of Using Page Share
    68
  - Uses of Page Share
    68
  - Availability and Location
    68
    - See Also
      69
- Using other Features with Page Share
  69
  - Leadership
    69
  - Broadcast Mode
    70
  - External View
    71
  - Caller Remote Control and Page Share
    71
    - See Also
      72
  - Address Field
    72
- Caller Experience with Page Share
  72
  - Agent-led Page Share
    72
    - See Also
      73
  - Caller-led Page Share
    73
    - See Also
      74
Chatting
75
- Chatting
  75
- About Chat
  75
  - Benefits of Using Chat
    76
  - Uses of Chat
    76
  - Availability and Location
    77
- Using other Features with Chat
  77
  - Scripts
    77
  - Caller Remote Control
    77
    - See Also
      78
- Caller Experience with Chat
  78
  - Receiving Chat Messages
    78
  - Sending Chat Messages
    78
Sharing Forms
80
- Sharing Forms
  80
- About Form Share
  80
  - Benefits of Using Form Share
    81
  - Uses of Form Share
    81
  - Availability and Location
    81
    - See Also
      81
- Using other Features with Form Share
  81
  - Address Field
    82
  - Follow Me
    82
    - See Also
      83
  - Leadership
    83
  - Broadcast Mode
    84
  - External View
    84
  - Caller Remote Control
    85
    - See Also
      86
- Caller Experience with Form Share
  86
  - Agent-led Form Share
    86
    - See Also
      86
  - Caller-led Form Share
    87
    - See Also
      87
Drawing on the White Board
88
Remotely Controlling the Caller Control Panel
92
Holding eSeminars
97
- Holding eSeminars
  97
- About eSeminars
  97
  - Benefits of Using eSeminars
    98
  - Uses of eSeminars
    98
  - Availability
    98
    - See Also
      98
- Features Available during eSeminars
  99
  - Seminar Features
    99
  - Sharing Features
    99
    - See Also
      100
  - General Features
    100
    - Leadership
      100
    - Broadcast Mode
      101
    - See Also
      101
Queues and Agent Configurations
102
- About Queues and Agent Configurations
  102
  - Single-session Agent Desktop: Queue Tab Appearances
    102
    - Queue Tab 1
      102
    - Queue Tab 2
      103
    - Queue Tab 3
      104
  - Multi-session Agent Desktop: Meetings Area Appearance
    105
    - Meetings Area 1
      105
    - Meetings Area 2
      106
    - See Also
      107
- Understanding Requests
  107
  - Chat Requests
    107
    - See Also
      108
  - Blended Collaboration Requests
    108
    - See Also
      109
  - MeetMe Requests
    109
    - See Also
      110
  - Web Callback Requests
    110
    - See Also
      111
  - eSeminar Requests
    111
    - See Also
      111
- Collaboration Server Routing with the Single-session Agent Desktop
  111
  - Queue Tab Appearance and Behavior
    111
    - See Also
      112
  - Ready Icon Behavior
    112
    - See Also
      113
- Collaboration Server Routing with the Multi-session Agent Desktop
  113
  - Meetings Area Appearance and Behavior
    113
    - See Also
      114
  - Ready Icon Behavior
    114
    - See Also
      114
- ICM Routing with the Single-session Agent Desktop
  114
  - Queue Tab Appearance and Behavior
    115
    - See Also
      116
  - Ready Icon Behavior
    116
  - Blended Telephone and Collaboration Server Behavior
    116
    - See Also
      117
- ICM Routing with the Multi-session Agent Desktop
  117
  - Meetings Area Appearance and Behavior
    117
    - See Also
      118
  - Ready Icon Behavior
    118
    - See Also
      119
- ACD Routing with the Single-session Agent Desktop
  119
  - Queue Tab Appearance and Behavior
    119
    - See Also
      120
  - Ready Behavior
    120
  - Blended Telephone and Collaboration Server Behavior
    120
    - See Also
      121
- Understanding Push and Pick Agent Types
  121
  - Push Agents
    121
  - Pick Agents
    122
Web Request Process
123
- About the Web Request Process
  123
- Web Requests: Caller's Point of View
  123
  - Making the Request
    124
    - See Also
      125
  - Accepting Certificates and Downloading the Caller Control Panel
    125
    - See Also
      125
  - Using Initial Caller Control Panel Functionality
    125
  - Receiving the First Page Push
    126
    - See Also
      126
  - Receiving Browser Content of Different Complexity Levels
    126
    - Complexity Levels
      126
    - See Also
      127
  - Sharing with an Agent
    128
  - Features that the Caller Can Use from the Caller Control Panel
    128
    - See Also
      128
  - Ending Collaboration
    129
- Web Requests: Single-session Agent's Point of View
  129
  - Receiving and Connecting the Request
    129
    - See Also
      130
  - Viewing Caller Information
    130
    - Types of Caller Information
      130
    - See Also
      131
  - Sharing Browser Content
    131
    - See Also
      131
  - Helping Callers Share
    131
    - See Also
      132
  - Receiving Content Shared by Callers
    132
  - Ending Collaboration
    133
  - Wrapping Up
    133
    - See Also
      133
- Web Requests: Multi-session Agent's Point of View
  133
  - Receiving and Connecting the Request
    134
    - See Also
      135
  - Viewing Caller Information
    135
    - See Also
      135
  - Sharing Browser Content
    135
    - See Also
      135
  - Receiving Content Shared by Callers
    136
  - Ending Collaboration
    136
  - Wrapping Up
    136
    - See Also
      137
- Web Requests: eSeminar Agent's Point of View
  137
  - Initiating the Seminar
    137
  - Receiving Requests
    138
  - Selecting Whether to Allow New Callers into the Seminar
    138
  - Sharing Browser Content
    138
    - See Also
      139
  - Ending Collaboration
    139
    - See Also
      139
Maintaining Security
140
- Maintaining Security
  140
- Password Change and Protection
  140
- Temporary MeetMe ID Use
  141
- Application Share Considerations
  141
  - Agent Security
    141
  - Caller Security
    142
Solving Common Errors
143
- Introduction to Solving Common Errors
  143
- Agent Error Messages
  143
  - Log in and Log out Errors
    143
  - Extension Errors
    144
  - Connecting Callers Errors
    144
  - Joining another Session Errors
    145
  - Sharing Errors
    145
  - Password Change Errors
    146
- Caller Error Messages
  146
  - Connecting Errors
    147
  - Sharing Errors
    147
  - Disconnecting Errors
    148
Reference
149
Cisco Support
176
- Index
  177

Size:

2.08 MB
Pages:

183
Language:

English

Maintenance Manual

Table of Contents

Maintenance Manual

Size:

4.06 MB
Pages:

440
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

39 KB
Pages:

2
Language:

English

Installation Guide

Table of Contents

Installation Guide

Size:

1.62 MB
Pages:

102
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

69.1 KB
Pages:

3
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

8.53 KB
Pages:

3
Language:

English

Release Notes

Size:

87.5 KB
Pages:

17
Language:

English

Release Notes

Size:

233 KB
Pages:

34
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

6.29 KB
Pages:

2
Language:

English

Troubleshooting Guide

Troubleshooting Guide

Size:

40 KB
Pages:

5
Language:

English